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Shipping

Knowledge is Power

Last updated August 4, 2023

Table of Contents

Delivery Location Information:

The products featured on our website are intended for delivery to addresses within the contiguous 48 states of the United States. Traverse Adventure Gear does not ship internationally.

Please note that if you need to change your address after receiving a shipment confirmation email, you will be responsible for any fees associated with re-routing or holding the shipment due to an in-transit address change. These changes can be costly so we recommend you don’t make any changes to your delivery address unless absolutely necessary.

In the event that the necessary fees are not settled, your order will unfortunately not be delivered and the product will be sent back to our facility. Upon receipt, we will promptly process a refund for you, excluding any shipping and return shipping expenses. Please note that if the item incurs any damage during the return shipment, you will be held accountable for the associated costs, which may result in the forfeiture of any potential reimbursement.

Delivery Timeframe

Upon placing your order and its entry into our shipping system, you will receive an estimated delivery timeframe. These estimates are based on the shipping date, not the order date, and should be considered as a general guide only. Your order is subject to acceptance and approval. We strive to process and dispatch your order within 72 business hours of receiving it, barring any exceptional circumstances. Business hours are defined as Monday through Friday, excluding holidays. Please be aware that we do not ship on Saturdays or Sundays.

The actual delivery date may differ due to factors such as carrier shipping practices, delivery location, delivery method, and the items ordered. It is also possible for products to be delivered in multiple shipments.

Rooftop Tents

All rooftop tents are shipped for a flat rate of $150

IMPORTANT: Additional shipping fees may apply to remote areas or places with limited access. Please take into account the road and surrounding area where the tent will be delivered. Ensure that the road can accommodate a 24-40 foot freight truck for maneuvers such as turning, pulling in, and backing up. Please contact us to discuss these situations before purchasing your tent so we can properly book your shipment. If you do not inform us ahead of time, you will be responsible for any extra charges and fees associated with your delivery. Traverse Adventures LLC does not have control over the charges and fees imposed by freight carriers.

Tents can only be delivered to a residence or a business/commercial location. Delivery to your local freight terminal is possible as well but will require further communication so please contact us before ordering to see what options are available near you.

Someone 18 years or older must be present to sign for the delivery. If no one is available to sign, the tent will not be left at your location and you may incur additional charges for storage and redelivery.

The Process

After your order is placed, we will review your order and shipping information. We may need to contact you to get further information about your shipping location before booking your shipment. So please provide us with a valid email and phone number.

Once your shipment has been booked we will notify you via email using the email you provided when you placed your order so make sure you use a good email. Be sure to check your spam and promotions folder if you don’t see it in your main inbox.

We will give you what’s called a “PRO” number (aka tracking number), the carrier’s information, and an estimated delivery date.

The carrier will call you to schedule the final delivery to your location. However, it is possible that the carrier will not contact you prior to delivery so we recommended you give them a call and try to coordinate a delivery time.

It is important that you or someone 18 years or older is there to inspect and receive the shipment. If you are not the one who will be there to receive the shipment, make sure that the person is competent and that you trust them to inspect the shipment for any damages and that they will handle the shipment with care once received. Traverse Adventures LLC is not responsible for any improper actions, mishandling, lack of inspection, lack of damage documentation, or reporting from you or the person you chose to receive your shipment.

Receiving Your Shipment

When the shipping company arrives at your destination, they will use a liftgate to bring your tent off the truck. From there, it is your responsibility to move the tent to your desired location, the driver will not assist you. If you ask them to help, they may add fees to your shipment and you will be responsible for those charges. We advise you to have at least one other person there to assist you in moving your tent as they can weigh close to 300 lbs with the pallet and materials.

The driver will then hand you a piece of paper and ask you to sign off on the delivery. BUT WAIT! That’s not what you should do. Please follow the instructions below.

Check For Damage

You MUST follow the steps below before signing any paperwork.

Take your time to thoroughly inspect the box for any signs of damage to the box and or tent.

By law, you have 15 minutes to inspect your delivery. The driver will most likely make you feel rushed or uncomfortable but do not let them. They may even ask you to sign and request a discount from us. Do not do that.

If you suspect damage to the package, you may ONLY open the box for further inspection if there is VISIBLE DAMAGE TO THE PACKAGE. In cases where the box’s exterior does not show significant damage and the driver does not permit you to open it, you MUST indicate “DAMAGE NOTED” and obtain an exception number from the driver. This enables you to accept the package, inspect the item for concealed damage, and maintain the option to file a claim with the freight company. If the driver leaves without a marked bill of lading (BOL), a freight claim may be impossible to win.

If there is no visible damage, you may accept the delivery and sign.

Concealed Damage

If there is damage to the box and/or packaging but no signs of damage to the tent itself, you need to note anything you see on the paperwork before you sign. There may be what is called concealed damage when you open the box. This will help with the claims process if there is concealed damage. If you don’t make note of the packaging damages and take photos, you may lose the claim and be stuck with a damaged tent.

You must report any damages to us within 48 hours of delivery to file a claim. After that, we may not be able to file the claim and you will be stuck with a damaged tent.

VERY IMPORTANT: Take photos of all damages, close up, wide shots, sides, top, bottom, the pallet, and anything else that doesn’t look right. Take a photo of the signed paperwork with NOTED DAMAGES and submit all photos and written details to us at shipping@traverseadventuregear.com

Extreme Damage

If you notice extreme damage please REFUSE the delivery.

VERY IMPORTANT: Take photos of all damages, close up, wide shots, sides, top, bottom, the pallet, and anything else that doesn’t look right before refusing the delivery. Take a photo of any paperwork WITH NOTED DAMAGES and submit all photos and written details to us at shipping@traverseadventuregear.com If the driver leaves without a marked bill of lading (BOL), a freight claim may be impossible to win.

PLEASE NOTE: If any damage is not reported within 48 hours following delivery, we will be unable to initiate a claim with the carrier or provide you with options to resolve the issue. At this point, you will be stuck with the tent in its condition. No refunds will be issued.

Traverse Adventures LLC is not responsible for any damage that occurs once the tent leaves our facility and can not be held reliable. We strongly recommend following the instructions above to avoid any unwanted circumstances and the potential of losing the claim or not being able to file a claim altogether.

Returns

Due to the risks of damage, expenses, and complexities associated with freight shipping rooftop tents, we DO NOT allow returns for rooftop tents. Please refer to our returns & cancellations policy for more information.

By purchasing a rooftop tent from Traverse Adventure Gear, you agree to the terms above as well as our returns & cancellations policy.

Claims

We hope it never gets to this point but unfortunately, it sometimes does. Provided all steps above have been taken and we have the proper evidence, we will submit a claim on your behalf. Claims can take up to 120 days to process. There isn’t anything we can do to speed up the process so we ask that you stay calm and be patient during the process. All we can do is submit the evidence with the claim and let the insurance company handle things with the carrier. There is no guaranteed outcome and each case is different.

In the event that a claim has to be made, we will do our best to accommodate the situation. Again, each situation is unique and will require communication for us to come up with a resolution. Please reach out to us at shipping@traverseadventuregear.com

Local Pickup

All in-stock products are available for local pickup. An appointment is required and your items must be picked up within one week of purchase.

A 1% (of the order total) storage fee will be added to each day after the seven-day holding period.

If the order has been sitting for more than two weeks and we have not had any communication with you, Traverse Adventures LLC has the right to refund you less a 5% restocking, administration, and credit card fee.

At this time Traverse Adventures LLC does not offer local installs.

Questions

If you have any questions related to the information above or anything else related to shipping, please send an email to shipping@traverseadventuregear.com

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